Customer Care Team Member

  • Blue Jay Irrigation
  • 1478 Seagull Road, London, ON, Canada
  • Jan 29, 2019
Customer Service

Job Description

Job Description – Customer Care Team Member

Position Description : Customer Care Team Member

Basic Function: The Customer Care Team Member position is responsible and accountable to participate in the day-to-day operation of the customer care team:

  • Participate in ensuring the growth and profit goals of the company are met through service solutions
  • Promote add-on sales
  • Promote all products and service
  • Ensuring the maintenance, upkeep and repair of the facilities and equipment under the control of Blue Jay used for customer care purposes
  • Must maintain an appearance appropriate for the position and situation

Customer Care

  • Create, manage and monitor the service schedules created by the customer care team
  • Manage and schedule customer service requests effectively and efficiently
  • All scheduling should be completed using Hindsite software
  • Monitor and manage scheduling progress and incomplete list
  • Schedule service teams appropriately according to allotted labour time in job scope
  • Must have a strong working relationships with all technicians
  • Ensure customer care team properly communicates with clients when there are delays as soon as possible.
  • Ensures himself/herself recognize the customer is the first priority
  • Participate in weekly customer care meetings
  • Maintain in-depth relations with all Team Leaders and Team Members from the customer care team as well as staff members from other departments
  • Endeavour to build employee moral at all times, striving to reduce employee turnover
  • Supply technical support to customers when required
  • Continually monitor and manage customer complaints throughout the day, as per Blue Jay Irrigation Procedure, to ensure customer satisfactory
  • Report all complaints to the service manager immediately
  • Manage slow periods, ensuring all work hours are productive. Speak to office manager regarding priority lists of ‘To Do’s’
  • Implement customer care best practices as per Blue Jay Customer Care Job Process
  • Immediately respond to quality control issues, warranty related or otherwise
  • Report all issues to the General manager along with a plan to rectify the issue immediately to General Manager
  • Conduct himself/herself in a professional manager, keeping open lines of communication with customers and/or contractors to develop relationships
  • Establish, monitor and enforce the security procedures in place at Blue Jay Sprinkler Systems Inc. to protect the corporate assets
  • Ensure himself/herself is trained in proper telephone etiquette as per Blue Jay Customer Care Job Process
  • Follows up on delinquent accounts and collects receivables.

Training/Health & Safety

  • Attend weekly, monthly and annual Health & Safety meetings
  • Bring any health and safety concerns to the Joint Health and Safety Committee

Desired Qualifications: To perform this job successfully, an individual must be able to complete all areas outline for this position in a satisfactory manner:

  • Reasonable accommodation may be made in enabling an individual with disability to perform these essential functions
  • The candidate of Customer Care Team Member should have a minimum education of a college diploma
  • The candidate must have 3 years of experience in a similar position
  • Must have field experience with computer scheduling software, Microsoft Office, QuickBooks and proper phone etiquette
  • The sense of sight, speech (English), and hearing are required, must posses excellent verbal and written communications skills, effectively publically speak and/or give presentations
  • Needs to be able to effectively communicate with employees of varying education levels
  • Must be a person who can take initiative
  • Must be a highly organized person who can monitor and manage numerous projects at once and can prioritize the workloads
  • Must have experience in some line of sales and customer service.

Additional Qualifications: The physical demands described here are representative of those that must be met by the candidate to successfully perform the essential functions of this job:

  • While performing the duties of this job, the employee is regularly required to sit for prolonged periods of time in a smoke free office environment
  • He/she may also be required to stand and/or walk for long period of time while completing other duties and responsibilities outside or in other business locations
  • The candidate must have a full range of body movements including the use of his/her hands to finger, handle, and feel objects such as computer
  • The ability to bend the body, to reach for objects, and to crouch when needed is also required
  • The candidate must have command of three senses: sight, hearing, and touch
  • Specific vision abilities required include close vision, depth perception, and the ability to adjust focus
  • The candidate must have the ability to lift up to 25 pounds.

Working Conditions:

  • The normal workday will be from 9:30 am to 5:30 pm, however, the hours may be long when specific projects are due, thus some extended schedules will be necessary
  • This position is a seasonal position. Working months are from March to December. Sub-Plan options available to committed employees.
  • Will work in an office and outdoor environments
  • The normal auto and air travel hazards and varying temperatures will apply
  • Must have a valid Ontario’s Driver’s License
  • Travel will be in all types of weather including heaving rain, below freezing temperatures with possible snow conditions

Authority:

  • The Customer Care Team Member receives authority from the Office Manager
  • To develop and implement short and long range corporate new solution service planning
  • To control profit, sales and residual income growth associated with all areas that he/she has responsible for

Reporting Relationships: The Customer Care Team Member reports directly to and is fully accountable to the Office Manager directly and the GM indirectly.

Education:

  • Completion of a bachelor's degree or diploma
  • Completion of a high school diploma at an accredited secondary school or approved equivalent.

Compensation:

  • $15.00-$17.00/hour 
  • Benefits Program
  • RRSP Plan
  • Winters Off with Top Up
  • Growth Opportunities
  • Flexible Scheduling
  • Reward System
  • Company Events
 

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